Cross-Channel Research & Shopping

2008 Cross-Channel Report $695
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Press Release 09.18.08

Press Release 09.23.08

Winning Tactics & Treatments: Online & In-Store Research ● Buy Online/Pickup In-Store ● Online Look-up

Who should buy the report?

  • Merchants and technologists interested in ensuring a comprehensive cross-channel experience that meets the demands of today’s channel-switching customer
  • Merchants who want consumers to look to their website as a valued information source; particularly those selling products in information intensive categories
  • Merchants who are thinking about offering or improving their ship-to-store capabilities as well as product locator tools
  • Merchants that want to garner a competitive edge via their store channel


Our goal was to examine the nuances of how merchants enable shoppers to efficiently integrate web and store channels for information as well as purchasing by understanding the winning tactics and treatments germane to each of these experiences.

  • Over 115 features ranking the e-tailing group’s experiences in the distinct channels
  • 36 examples of online best practices including execution strengths and limitations
  • 9 checklists as a guideline for merchant implementation

Table of Contents

  1. The State of The Multi-Channel Industry
  2. Cross-Channel Research: Background
  3. Cross-Channel Research: Findings At-A-Glance
  4. Cross-Channel Research: Online & In-Store
  5. Look-Up Online/Shop In-Store
  6. Cross-Channel Marketing In-Store/Online
  7. Shop Online/Pickup In-Store
  8. The Online Order Process
  9. The In-Store Pickup Experience

Survey Sample

Research Online & In-Store Look-Up Online/Shop In-Store Shop Online/Pickup In-Store
# merchants # locations # merchants # locations # merchants # locations
50 50 10 20 24 48


Ace Hardware, Ann Taylor, Apple, Auto Zone, Babies“R”Us, Barnes & Noble, Bass Pro Shops, Bed Bath & Beyond, Best Buy, Brookstone, Buy Buy Baby, Borders, Cabela’s Circuit City, Coach, Crate & Barrel, CVS Photo Center, David’s Bridal, Dick’s Sporting Goods, EB Games, Famous Footwear, Finish Line, Garmin, GNC, Golfsmith, Guitar Center, Home Depot, JCPenney, Jo-Ann, Linens ‘N Things, Lowe’s, Men’s Wearhouse, Micro Center, Nine West, Nordstrom, Office Depot, Orvis, Patagonia, Payless Shoes, PETCO, PetSmart, Pottery Barn, Radio Shack, REI, Ritz Camera , Sears, Sephora, Staples, Target, Tiffany & Co., Toys“R”Us, Ulta, Victoria’s Secret, Vitamin Shoppe, Walgreen’s, Wal-Mart, Williams-Sonoma, Zales

Research Timeline

3rd Quarter 2008

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